Technology: Our Job & BattlegroundDesigned for Technology Support & TrainingBy Lisa M. Low (Cadre 8) EDTC 515 ~

Fall II (2006)

Overview

• What is this technological threat?

• How will it affect our department and organization?

• As the Help Desk, how do we deal with it?

• What are the strategies, preventive measures, and resources?

Viruses, Worms & Trojan Horses

Viruses: Malicious programs that are attached to files. • Melissa macro (1999)

Worms: Programs that makes multiple copies of itself to fill up memory.• Gaobot (2004)

Trojan Horses: Legitimate looking programs that are actually malicious programs.• AOL4Free (1997)

Effects of Viruses, Worms & Trojan Horses

• Lost data and work.

• Panicked and frustrated users.

• Possible infestation on multiple computers within and outside of the organization.

Help Desk Procedures for Viruses, Worms & Trojan Horses

1. Ask Questions.

• What error messages, if any, do you receive?• Are there any unusual graphics, text, or

sounds?• What were you doing at the time?• Did you open any email attachments or

download any software?• Is your computer running slower?• Do you notice any strange file behavior?

Help Desk Procedures for Viruses, Worms & Trojan Horses

2. Use Norton Anti-Virus to update definitions and run a full scan.

3. Research all symptoms. Use Symantec, Trend Micro, or McAfee sites.

4. Contact Tech Support if #2 and #3 fail.

The Wares (Spyware, Adware, Parasiteware & Malware)Malware: Malicious software.

• Viruses, Worms, Trojan Horses

Adware: Profiles web surfing or gives unwanted pop-up ads.

Parasiteware: Overwrites tracking links.

Spyware: Records keystrokes and monitors all activity on a computer.

Effects of the “Wares”

• Slower computers.

• Identity theft.

• Organizational data theft.

• Unwanted pop-up ads.

Help Desk Procedures for the “Wares”

1. Ask Questions:• What were you doing at the time?• Did you download any software?• Is your computer running slower?• Are you receiving a lot of pop-up ads?

2. Run Spy Sweeper.

3. Contact Tech Support if #2 doesn’t work.

Data Theft

• Compromised passwords.

• Unauthorized access to machines, network, or information.

• Scams (i.e. phishing, pharming).

• Spam.

Effects of Data Theft

• Personal information loss and identity theft.

• Increased spam.

• Organizational data theft.

Help Desk Procedures for Identity Theft

1. Reset passwords.

2. Safeguard questions and alert on account.

3. Contact local law enforcement.

4. Notify manager immediately.

5. Notify group immediately.

Help Desk Procedures for Organizational Data Theft

1. Reset passwords.

2. Notify manager immediately.

3. Notify Tech Support immediately.

Help Desk Procedures for Spam

1. Direct internal user to spam filter on Stanford site.

2. Direct external user to USA.net address for spam filtering.

3. Direct external user to spam filtering features in email account.

SPAM

Stolen Computer Equipment (Laptops)

• Viewed as a work tool.

• Prior occurrences:• Airport• Locked car• Café

Please protect

me!

Effects of Stolen Computer Equipment (Laptops)

• Personal information loss and identity theft.

• Organizational data theft.

• Potential lawsuits for Stanford University!

• Loss of work time for user.

• Financial loss for Stanford University!

Help Desk Procedures for Stolen Computer Equipment (Laptops)

1. Ask Questions:

• When was the last time you saw the laptop? Where?

• What programs were on that laptop?• Was there any confidential information or

documentation on your machine?• Were any passwords or financial information on

your machine?

Help Desk Procedures for Stolen Computer Equipment (Laptops)

2. Contact Tech Support and Senior Management immediately.

Stolen computer!

Stolen computer!

Time Wasters

Any activity using computer work equipment that has nothing to do with work.

• Personal emails.• Instant messaging.• Web browsing.• Download of unauthorized software.• Playing computer games.

Effect of Time Wasters

• Potential illegal use of Stanford equipment.

• One very angry boss. And you were doing what for three hours?

Help Desk Procedures for Time Wasters

• Don’t support the user.

I’m sorry that you’re having difficulties

downloading personal family photos on your

machine, but we can’t assist you.

Prevention & Awareness for our Users

• ineed-NEWS.

• Messages from senior management.

• Reiterate rules and procedures in class and via email.

• Follow through with consequences.

• Sign computer usage agreements.

Our Strategies for Prevention

• Prevention and Resource Handouts.• Software and hardware firewall.• Secure email.• Automated Windows updates.• Automated anti-virus updates and scans.• Free anti-virus and spyware software.• IP address blockage.• Spam filtering system.• Laptop tutorial.

Ready to do battle?

Get your tactics and gear ready!

Resources for Presentation

CompuMentor. (2006). Spam Prevention Toolkit. techsoup. Retrieved December 6, 2006 from http://www.techsoup.org/toolkits/spam/index.cfm.

Consumers Union, Inc. (2006, September). Cyber Insecurity. Consumer Reports, 20-24.

FaceTime Communications, Inc. (2006). Intro to Greynets and Spyware. Spyware Guide. Retrieved December 6, 2006 from http://www.spywareguide.com/txt_intro.php.

McAfee Incorporated. (2006). McAfee Threat Center. KnowledgeM. McAfee. Retrieved December 6, 2006 from http://www.mcafee.com/us/threat_center/default.asp.

Resources for Presentation (continued)

Microsoft Corporation. (2006). Recognize phishing scams and fraudulent e-mails. Microsoft. Retrieved December 8, 2006 from http://www.microsoft.com/athome/security/email/phishing.mspx.

Trend Micro Incorporated. (2006). Security Info. Trend Micro. Retrieved December 6, 2006 from http://www.trendmicro.com/vinfo/.

Shelly, G., Cashman, T., Gunter, G., & Gunter, R. (2006). Integrating Technology and Digital Media in the Classroom. Boston, MA: Thomson Course Technology.

Stanford University. (2006). Dealing with Spam. Stanford University. Retrieved December 7, 2006 from http://www.stanford.edu/group/itss-ccs/security/junkmail.html.

Resources for Presentation (continued)

Stanford University. (2006). Stanford Downloads for Windows. Stanford University. Retrieved December 7, 2006 from http://www.stanford.edu/services/ess/pc/index.html.

Symantec Corporation. (2006). Online Fraud: Pharming. Symantec. Retrieved December 8, 2006 from http://www.symantec.com/avcenter/cybercrime/pharming.html.

Symantec Corporation. (2006). Virus Definitions and Security Updates. Symantec. Retrieved December 6, 2006 from http://www.symantec.com/enterprise/security_response/definitions.jsp.